General

This website is owned by 35 625 842 837 (“RAW K-9 Pty Ltd”) under the domain name www.rawk9.com.au (“this website”).

Your use and access to this website is subject to these Terms and Conditions, the Raw K-9 Privacy Policy, Disclaimer, notices, and any other terms and conditions or other statements contained on this website. By visiting and continuing to browse this website, you agree to be bound by these Terms and Conditions. If you do not agree, please stop using this website. You agree to indemnify and hold harmless Raw K-9, its officers, directors, employees, agents, licensors and suppliers from and against all losses, expenses, damages, legal fees and costs, resulting from any violation of these Terms and Conditions or any activity related to your account (including any negligence or misconduct) by you or any other person accessing this site through your account.

 

Raw K-9 reserves the right, at its sole discretion, to revise and amend these Terms and Conditions without notice to you. Any subsequent access to or use of this website by you will constitute an acceptance of those amendments. The current version of the Terms and Conditions will be posted on this website and will cancel and replace any previous version(s).

Privacy Policy

Raw K-9 is committed to providing a secure website and shopping environment by protecting your privacy. We have adopted a Privacy Policy that you should refer to in order to fully understand how we collect and use information.

Accuracy

Raw K-9 endeavours to present the most recent, accurate and reliable information on this website at all times. However, there may be rare occasions when some of the information includes incomplete or inaccurate data. Raw K-9 reserves the right to amend errors or update product information at any time without notice.

Disclaimer

Raw K-9 products are not for human consumption and are only suitable for domesticated animals (“pets”).

You acknowledge that many pets suffer from allergies and illnesses and have different nourishment requirements in the same way humans do. It is up to you and the pet owner to make inquiries as to what food is suitable for their particular pet, and if necessary, consult a veterinarian on their pet’s specific needs.

The information from this website is not provided or generated from a licensed or certified veterinarian. This website was developed from unification of trusted online resources and experiences from feeding raw diets to pets.

For more information please refer to our full Disclaimer.

Orders

 

All orders must be placed by 9AM WEDNESDAY so that they can be delivered on the next Tuesday or Wednesday. If you miss this cut off time, you order will automatically be logged for the following Tuesday or Wednesday delivery. We are unable to accept late orders.

 

Delivery Policy

Raw K-9 schedules all deliveries on a Tuesday or Wednesday, depending on your delivery zone. Your order will be scheduled for delivery within a specific time bracket. You will be notified by email of the time bracket within which your delivery is scheduled to arrive. If there is a change to your scheduled delivery day or time, we will notify you by text message and/or email within 24 hours prior to your scheduled delivery.

 All complaints and queries in relation to a delivery must be reported to Raw K-9 within 2 hours of the end time of your scheduled delivery bracket.

Delivery Time/Zones

Times are displayed in AEST.

 

00:00 – 07:00 Sydney Metro

Sydney Regional

Sydney South West

Wollongong

Newcastle

Newcastle Regional

Canberra Metro

08:00 – 18:00 Sydney Metro

Central Coast

Coffs Harbour

Dubbo

Forbes

Goulburn

Lithgow

Mudgee

Orange

Port Macquarie

Singleton

South Coast Regional

Sydney South Coast

Sydney Southern Highlands

Taree

Yas

Griffith

Bathurst

Blue Mountains

Canberra Metro

Melbourne Metro

Melbourne Regional

Brisbane Metro

Gold Coast

Tweed Heads

BY REQUEST Mornington Penisula

Geelong

 

Stolen Goods

 

Deliveries will be left in a convenient location or otherwise in a location specified by you in your delivery notes. Our drivers take a photo of the delivery location at the time of delivery. It is your responsibility to ensure that your package is collected in a timely manner.

At the time of delivery, you should receive a text message notifying you of your delivery. This text message will include a link that includes proof of your delivery.

Raw K-9 will not be responsible for packages that have been stolen following delivery.

Please contact us immediately if your order is not where it has been delivered. Raw K-9 can offer alternative forms of packaging to reduce the risk of your products being stolen, such as packaging slips that can slide through security doors, or products can be picked up from our warehouse located in Gladesville, 2111.

 

Packaging

Please dispose of the packaging according to your local council guidelines.

Whilst we aim to satisfy the statements made on our packaging, there are times where certain ingredients are not available. Where RAW K-9 is not able to offer an ingredient, we will fill your package with a replacement ingredient of equal or greater value.

RAW K-9 products are individually packaged by hand. As a result, pre-packaged meals and treats may be filled by up to 10% more or less than the recommended serving size specified on this website. We “spot check” the weight of our packages frequently to ensure that we are supplying you with the correct amount of product. If your products are underweight by more than 10%, please contact Raw K-9 immediately so that we can supply you with the shortfall.

 

Expiration of Products

It is important that products are stored appropriately and consumed within the recommendations provided by Raw K-9.

Products that are frozen will remain safe for consumption for a period of 3 months from delivery if they are stored in a frozen state.

Once products have been fully defrosted, they must be consumed within 5 days.

RAW K-9 will not be responsible for any problems that occur following consumption of our products outside of these recommendations.

 

Refund Policy

RAW K-9 aims to achieve the highest level of satisfaction for its customers, however we appreciate that sometimes things don’t go to plan. In the event that our products are spoiled when received by you, RAW K-9 will offer an appropriate solution to rectify this problem.

Where the product has been delivered in a spoiled state, RAW K-9 will offer you a refund, credit or replacement of the product. Please note that the product is deemed to be delivered at the time recorded by the courier, which will usually be accompanied by a text message to the contact number you have provided to us. Please allow 1-2 business days for a replacement to be delivered to you.

All products are blast frozen and packed with ice packs prior to dispatch. Our products are then transported in refrigerated trucks however it is normal for our products to begin to thaw during transportation. This will not be considered spoilage of the products. Immediate refrigeration upon delivery will ensure that the products maintain their freshness.

We will not offer a refund, credit or replacement where there has been no fault by us. It is your responsibility to ensure that you are available at the time that the products are scheduled for delivery. Spoiled products that have been caused by your failure to refrigerate the products immediately after delivery will not be covered by this policy. It is your responsibility to ensure that you have adequate freezer and refrigeration room to store the quantity of the product ordered.

All requests for a refund, credit or replacement will be determined on a case by case basis, and the product must be retained by you for examination by us. Raw K-9 will not offer a refund, credit or replacement where an examination reveals that the products were delivered in an acceptable state. Please contact us immediately via telephone or email to discuss any concerns you have.

 

PayPal/Stripe Refund Fee

RAW K-9 process payments and refunds via both PayPal and Stripe. All refunds incur a 1.8% refund fee calculated on the total refund amount, which is charged by PayPal and Stripe. This fee is not charged by RAW K-9 and RAW K-9 does not receive any financial or other benefit from this fee.

Where you have requested a refund for a reason that is not the fault of RAW K-9, this 1.8% refund fee will be deducted from the refund amount that you are due to receive. The reduced refund amount will then be processed.

Where a refund has been offered due to the fault of RAW K-9, we will waive the 1.8% refund fee.

 

Contact

If you have any questions or concerns in relation to this website, Terms & Conditions, Disclaimer or Privacy Policy, please don’t hesitate to Contact Us.